When storms damage equipment that delivers electricity to homes, customers are sometimes puzzled by a question: Precisely where does the utility company's responsibility for repairs end, and where does the customer’s responsibility begin?
Click on the attached link- the customer is responsible for repairs to equipment shaded in orange. The vertical pole you see on the sides of homes is called a “mast.” The service may also be attached to the house by “house knobs” – those little knobs attached to the house as shown in the drawing.
Whether it’s a mast or house knobs, they mark the point where BWL power lines connect to a home or business. The mast and/or house knobs are the customer’s responsibility. Please note that the meter – which records the amount of electricity used – is BWL equipment. The meter is the BWL’s responsibility to maintain or repair.
However, the equipment the meter attaches to (the meter box, see drawing) is the owner’s responsibility. To recap: Customers are responsible for repairs to any equipment shaded in orange in the drawings.
Typically after a storm or high winds, our repair crews leave bright orange notifications on residences’ door knobs. These “door hangers” list the type of repairs needed, and whether repairs will be done by BWL crews. It also lets customers know if they are responsible for repairs. Customers may need to consult or hire a licensed electrical contractor. The BWL cannot contract out for repairs, and is prohibited from making recommendations regarding contractors.
If you have any questions about our repair policies, please call our Customer Service Department at (517) 702-6006.